🧠 Customer Satisfaction Prediction – ML + EDA Project

This notebook explores and models customer support ticket data to understand the factors affecting customer satisfaction and build predictive models to automate this insight.

---

📥 Imports & Configuration

We begin by importing the necessary libraries for data analysis, visualization, and machine learning.

import pandas as pd
import matplotlib.pyplot as plt
import seaborn as sns
from sklearn.model_selection import train_test_split
from sklearn.preprocessing import StandardScaler, LabelEncoder
from sklearn.ensemble import RandomForestClassifier
from sklearn.metrics import accuracy_score, classification_report, confusion_matrix
from nltk.sentiment import SentimentIntensityAnalyzer
from wordcloud import WordCloud
import plotly.express as px
import plotly.io as pio 
pio.renderers.default = 'browser'
import warnings
warnings.filterwarnings('ignore')

---

ℹ️ Data Loading & Basic Inspection

We load the dataset and take an initial look at its structure, missing values, and column types.

data = pd.read_csv('customer_support_tickets.csv')

---

🔍 Data Preprocessing

We clean the data by handling missing values, dropping irrelevant columns, and encoding categorical variables to prepare it for modeling.

data.dropna(inplace=True)  # Drop missing values

#drop irrelevant columns
data.drop(['Ticket ID', 'Customer Name', 'Customer Email'], axis=1, inplace=True)

# Handle missing target values
data = data.dropna(subset=['Customer Satisfaction Rating'])

# Fill missing values in features (simple strategy — you can improve this)
data['Time to Resolution'].fillna('0', inplace=True)
data['First Response Time'].fillna('0', inplace=True)
data['Resolution'].fillna('None', inplace=True)

#encode categorical features
label_encoders = {}
for column in data.select_dtypes(include=['object']).columns:
    label_encoders[column] = LabelEncoder()
    data[column] = label_encoders[column].fit_transform(data[column])

---

🧠 NLP-based Satisfaction Prediction

This section applies a TF-DF and Logistic Regression pipeline to predict customer satisfaction based solely on the text of ticket description.

import nltk
nltk.download('vader_lexicon')
sia = SentimentIntensityAnalyzer()

def get_sentiment(text):
    try:
        return sia.polarity_scores(str(text))['compund']
    except Exception as e:
        print(f"Error processing: {text} - {e}")
        return None
    
data['Sentiment Score'] = data['Ticket Description'].apply(get_sentiment)

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Error processing: 2641 - 'compund'
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[nltk_data] Downloading package vader_lexicon to
[nltk_data]     C:\Users\Devu\AppData\Roaming\nltk_data...
[nltk_data]   Package vader_lexicon is already up-to-date!

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⚙️ Feature Engineering

We extract new features from datetime columns, such as response delay and resolution delay, to improve model performance.

# Create new feature: response_delay in hours
data['Date of Purchase'] = pd.to_datetime(data['Date of Purchase'], errors='coerce')
data['First Response Time'] = pd.to_datetime(data['First Response Time'], errors='coerce')
data['Time to Resolution'] = pd.to_datetime(data['Time to Resolution'], errors='coerce')

# Convert to time deltas
data['response_delay_hrs'] = (data['First Response Time'] - data['Date of Purchase']).dt.total_seconds() / 3600
data['resolution_delay_hrs'] = (data['Time to Resolution'] - data['First Response Time']).dt.total_seconds() / 3600

# Fill any new NaNs
data['response_delay_hrs'].fillna(data['response_delay_hrs'].median(), inplace=True)
data['resolution_delay_hrs'].fillna(data['resolution_delay_hrs'].median(), inplace=True)

# Drop original datetime columns
data.drop(['Date of Purchase', 'First Response Time', 'Time to Resolution'], axis=1, inplace=True)

# Define features and target variable
X = data.drop(['Customer Satisfaction Rating'], axis=1)
y = data['Customer Satisfaction Rating']

# Splitting the dataset
X_train, X_test, y_train, y_test = train_test_split(X, y, test_size=0.3, random_state=42)

# Feature Scaling
scaler = StandardScaler()
X_train = scaler.fit_transform(X_train)
X_test = scaler.transform(X_test)

🛠️ Preprocessing Summary

We begin by preparing our dataset for modeling. This involves:

• Filling missing values using median imputation.
• Dropping unused datetime columns.
• Defining features (X) and target (y).
• Splitting the dataset into training and test sets (70/30 split).
• Scaling features using StandardScaler to normalize numerical inputs for optimal model performance.

These steps ensure data quality and consistency for effective model learning.

---

🛠️ Model Building – Random Forest

We now train a Random Forest classifier to predict customer satisfaction based on the processed data.

rfc = RandomForestClassifier(random_state=42)
rfc.fit(X_train, y_train)

RandomForestClassifier(random_state=42)

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# Predict on the test set
y_pred = rfc.predict(X_test)

🤖 Random Forest Summary

We train a Random Forest Classifier on the preprocessed data to predict customer satisfaction ratings.
Random Forest is chosen for its robustness, ability to handle non-linear relationships, and interpretability through feature importance analysis.
Predictions on the test set are generated for evaluation in the next steps.

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📉 Model Evaluation

We evaluate model performance using metrics like accuracy, classification report, and visualize feature importances.

print("Accuracy:", accuracy_score(y_test, y_pred))
print("Classification Report:\n", classification_report(y_test, y_pred))
print("Confusion Matrix:\n", confusion_matrix(y_test, y_pred))

Accuracy: 0.2190132370637786
Classification Report:
               precision    recall  f1-score   support

         1.0       0.14      0.15      0.15       168
         2.0       0.23      0.21      0.22       174
         3.0       0.26      0.31      0.29       175
         4.0       0.26      0.25      0.26       162
         5.0       0.19      0.16      0.17       152

    accuracy                           0.22       831
   macro avg       0.22      0.22      0.22       831
weighted avg       0.22      0.22      0.22       831

Confusion Matrix:
 [[25 32 48 34 29]
 [40 37 43 32 22]
 [43 26 55 26 25]
 [29 34 30 41 28]
 [37 31 34 26 24]]

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🔑Feature Importance

This bar chart highlights the top 10 features that most significantly influence customer satisfaction as indetified by the Random Forest Model. This features offer actionable insights into what impacts customer sentiment the most.

feature_importances = pd.Series(rfc.feature_importances_, index=X.columns)
plt.figure(figsize=(10, 6))
feature_importances.nlargest(10).plot(kind='barh')
plt.title('Top 10 Feature Importances')
plt.xlabel('Importance Score')
plt.ylabel('Features')
plt.show()

📌 What it shows:
This bar chart visualizes the top 10 most influential features used by the model to predict customer satisfaction.

🎯 Why it matters:
Understanding feature importance helps stakeholders identify which variables (like ticket delay or agent ID) most strongly affect customer perception. These insights can guide business strategies such as training, process optimization, or feature enhancement.

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📉 Confusion Matrix

This heatmap visualizes the confusion matrix for our prediction model, allowing us to analyze how well each satisfaction rating class is predicted.

plt.figure(figsize=(8, 6))
sns.heatmap(confusion_matrix(y_test, y_pred), annot=True, fmt='d', cmap='Blues')
plt.title('Confusion Matrix')
plt.xlabel('Predicted')
plt.ylabel('Actual')
plt.show()

📌 What it shows:
The confusion matrix displays how often the model correctly predicted satisfaction levels versus how often it misclassified them across different classes.

🎯 Why it matters:
This matrix helps evaluate model performance in detail, especially in identifying if the model frequently confuses certain satisfaction levels. It’s crucial for understanding reliability and improving prediction accuracy in future iterations.

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☁️ Word Cloud for Ticket Descriptions

The following word cloud represents the most frequent words appearing in customer support ticket descriptions.

ticket_descriptions = data['Ticket Description'].dropna().astype(str)
ticket_descriptions = ticket_descriptions[ticket_descriptions.str.strip() != '']

wordcloud = WordCloud(width=800, height=400, background_color='white').generate(' '.join('Ticket Description'))
plt.figure(figsize=(10, 6))
plt.imshow(wordcloud, interpolation='bilinear')
plt.axis('off')
plt.title('Word Cloud of Ticket Descriptions')
plt.show()

📌 What it shows:
The word cloud highlights the most frequently occurring words in customer ticket descriptions, with larger words indicating higher frequency.

🎯 Why it matters:
It helps surface common issues or keywords from customer complaints or queries. This qualitative insight is useful for prioritizing common pain points and tailoring communication or support resources.

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📊 Distribution of Customer Satisfaction Ratings

This countplot shows how customer satisfaction ratings are distributed in the dataset, helping us understand data imbalance and prevalent sentiment levels.

plt.figure(figsize=(10, 6))
sns.countplot(x='Customer Satisfaction Rating', data=data, palette='viridis')
plt.title('Distribution of Customer Satisfaction Ratings')
plt.xlabel('Satisfaction Rating')
plt.ylabel('Count')
plt.show()

📌 What it shows:
This countplot displays the frequency distribution of different customer satisfaction ratings in the dataset.

🎯 Why it matters:
It provides clarity on class balance. A skewed distribution may affect model training, so this plot is essential for guiding decisions like resampling, model tuning, or metric selection (e.g., using F1-score over accuracy).

---

🔥 Correlation Heatmap

This heatmap reveals the correlation between various numerical features in the dataset, showing interdependencies and potential multicollinearity.

plt.figure(figsize=(12, 8))
correlation_matrix = data.corr()
sns.heatmap(correlation_matrix, annot=True, fmt=".2f", cmap='coolwarm')
plt.title('Correlation Heatmap')
plt.show()

📌 What it shows:
This heatmap presents the pairwise correlation coefficients among numerical features in the dataset.

🎯 Why it matters:
It identifies potential multicollinearity (when features are highly correlated with each other), which can distort model interpretations. It also highlights relationships that may be important for feature engineering or model refinement.

---

📊 Distribution of Customer Satisfaction Ratings

Understanding how the ratings are distributed helps assess whether the data is balanced. This distribution affects how well machine learning models can learn and generalize across classes.

import plotly.io as pio
pio.renderers.default = "notebook"
fig = px.histogram(data, x='Customer Satisfaction Rating', title='Customer Satisfaction Rating Distribution', 
                   labels={'Customer Satisfaction Rating': 'Satisfaction Rating'})
fig.show()

📈 Countplot Summary

📌 What it shows:
This interactive histogram displays how customer satisfaction ratings are distributed across the dataset.

🎯 Why it matters:
This helps us identify class imbalance, which can affect how well the model learns to distinguish different satisfaction levels. Balanced data typically leads to more reliable classification.

---

💬 Text-Based Sentiment Model

Using TF-IDF and Logistic Regression, we train a model on the text data from ticket descriptions.

from sklearn.pipeline import Pipeline
from sklearn.feature_extraction.text import TfidfVectorizer
from sklearn.linear_model import LogisticRegression

text_model = Pipeline([
    ('tfidf', TfidfVectorizer(max_features=1000, stop_words='english')),
    ('clf', LogisticRegression(max_iter=1000))
])

# Drop rows where Ticket Description is null
text_data = data.copy()
text_data['Ticket Description'] = label_encoders['Ticket Description'].inverse_transform(text_data['Ticket Description'])
text_data = text_data[text_data['Ticket Description'].notnull()]

# Fit the pipeline
text_model.fit(text_data['Ticket Description'], text_data['Customer Satisfaction Rating'])

# Score
text_accuracy = text_model.score(text_data['Ticket Description'], text_data['Customer Satisfaction Rating'])
print("Text-only Model Accuracy:", text_accuracy)

Text-only Model Accuracy: 0.5120982304080895

---

📌 Project Summary: Customer Satisfaction Prediction

This project presents an end-to-end solution for understanding and predicting customer satisfaction based on support ticket data. It includes:

• 📊 Exploratory analysis of key patterns in customer issues, channels, and satisfaction ratings.
• 🛠️ Feature engineering on response and resolution delays.
• 🤖 Machine learning modeling using Random Forest with accuracy and feature importance analysis.
• 💬 Optional NLP-based prediction using TF-IDF and Logistic Regression on ticket descriptions.

The model and insights generated can help businesses improve customer experience and operational efficiency by focusing on high-impact areas like ticket resolution time and product-related issues.